Call Monitoring System
First Claim
1. A method of monitoring consumer calls placed to a business and conducted between a consumer and a business representative, said method comprising:
- receiving a telephone call placed to a business from a consumer;
directing said telephone call to a business representative for said business;
recording a telephone conversation between said business representative and said consumer;
storing said recorded conversation in a memory device;
recording a plurality of conversations between a plurality of consumers and at least said business representative;
providing said business representative with access to said plurality of recorded conversations in which said business representative participated so as to be able to play back at least one of said recorded conversations.
1 Assignment
0 Petitions
Accused Products
Abstract
According to one embodiment of the invention, a method of monitoring consumer calls placed to a business and conducted between a consumer and a business representative can comprise receiving a telephone call placed to a business from a consumer; directing the telephone call to a business representative for the business; recording a telephone conversation between the business representative and the consumer; storing the recorded conversation in a memory device; recording a plurality of conversations between a plurality of consumers and at least the business representative; providing the business representative with access to the plurality of recorded conversations in which the business representative participated so as to be able to play back at least one of the recorded conversations.
26 Citations
40 Claims
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1. A method of monitoring consumer calls placed to a business and conducted between a consumer and a business representative, said method comprising:
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receiving a telephone call placed to a business from a consumer; directing said telephone call to a business representative for said business; recording a telephone conversation between said business representative and said consumer; storing said recorded conversation in a memory device; recording a plurality of conversations between a plurality of consumers and at least said business representative; providing said business representative with access to said plurality of recorded conversations in which said business representative participated so as to be able to play back at least one of said recorded conversations. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16)
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17. A method of monitoring consumer calls placed to a business and conducted between a consumer and a business representative, said method comprising:
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receiving a telephone call placed to a business from a consumer; directing said telephone call to a business representative for said business; recording a telephone conversation between said business representative and said consumer; storing said recorded conversation in a memory device; recording a plurality of conversations between a plurality of consumers and at least said business representative; providing a user interface for accessing said plurality of recorded conversations; providing a quality control supervisor with access to said plurality of recorded conversations; allowing said quality control supervisor to select one of said plurality of recorded conversations from said user interface so as to play back the selected recorded conversation. - View Dependent Claims (18, 19, 20, 21, 22, 23, 24, 25)
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26. A method of monitoring consumer calls placed to a business and conducted between a consumer and a business representative, said method comprising:
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receiving a telephone call placed to a business from a consumer; directing said telephone call to a business representative for said business; requiring said business representative to enter a business representative identifier so as to identify said business representative as having answered said telephone call; connecting said telephone call between said consumer and said business representative after said business representative enters said business representative identifier. - View Dependent Claims (27, 28, 29, 30, 31, 32)
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33. A method of monitoring consumer calls placed to a business and conducted between a consumer and a business representative, said method comprising:
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recording a plurality of conversations between a plurality of consumers and at least said business representative; grading at least one of said plurality of recorded conversations; compensating said business representative based on said at least one graded conversation. - View Dependent Claims (34, 35, 36, 37, 38, 39)
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40. A method of monitoring consumer calls placed to a business and conducted between a consumer and a business representative, said method comprising:
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receiving a telephone call placed to a business from a consumer; advising said consumer that said telephone call may be recorded; directing said telephone call to a business representative for said business; requiring said business representative to enter a business representative identifier so as to identify said business representative as having answered said telephone call; connecting said telephone call between said consumer and said business representative after said business representative enters said business representative identifier; recording a telephone conversation between said business representative and said consumer; storing said recorded conversation in a memory device; recording a plurality of conversations between a plurality of consumers and at least said business representative; providing said business representative with a scripted conversation text so as to facilitate said conversation between said business representative and said consumer; displaying said scripted conversation text on a user interface of a computer for viewing by said business representative during said conversation with said consumer; wherein said scripted conversation text comprises language to facilitate overcoming objections raised by said consumer; providing a user interface for accessing said plurality of recorded conversations; providing said business representative with access to said plurality of recorded conversations in which said business representative participated; allowing said business representative to play back said plurality of recorded conversations in which said business representative participated; providing a quality control supervisor with access to said plurality of recorded conversations; allowing said quality control supervisor to play back said plurality of recorded conversations in which said business representative participated; allowing said quality control supervisor to play back said recorded conversations in which said business representative participated while restricting access to said recorded conversations by at least a second business representative; grading said business representative by said quality control supervisor based on said plurality of recorded conversations in which said business representative participated; providing a supervisor of said business representative with a grade of said business representative; determining the number of calls said business representative handled during a predetermined period of time; compensating said business representative based on said number of calls.
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Specification